Front Office ManagerFull-timeProperty: 40003-WG Smoky Mountain ResortCareer Site Category: Customer ServiceCompensation: USD55000- USD60000- yearlyCompany DescriptionAdjacent to Great Smoky Mountains National Park, the most-visited national park in the country,Westgate Smoky Mountain Resort & Spain Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.Job DescriptionThe Front Office Manager position will oversee all Front Office operations, including Front Desk, Guest Services, and PBX. Ensure seamless guest experiences from arrival to departure by maintaining high service standards, resolving concerns promptly, and optimizing team performance. Responsible for staffing, training, budgeting, and operational excellence across all front-facing departments. Acts as a key leader in driving guest satisfaction, operational efficiency, and team development.As Front Office Manager, you will:Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest serviceOnboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented teamResolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutionsOversee scheduling, payroll, and labor management, balancing operational needs with budgetary goalsProduce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategyMaintain and manage the operational budget, identifying cost-saving opportunities without compromising service qualityReview nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shiftsDevelop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectationsAct as Manager on Duty, representing resort leadership and supporting all departments during assigned shiftsChampion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpointsOther duties as assignedQualifications3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experienceAssociates degree in related field, hospitality or business managementProficient with computer software (including Microsoft Office)Commitment to delivering outstanding service and creating positive guest experiencesRequired to complete a background check and a drug test and prove eligibility to work in the United StatesAdditional InformationWhy Westgate?Comprehensive Health Benefits – Medical, Dental, and Vision CoveragePaid Time Off – Vacation, Sick, and Personal Time to RechargePaid Holidays401(k) with Generous Company Match to Support Your FutureDaily Pay – Access Your Earnings When You Need ThemFamily-Focused Benefits – Pregnancy, Parental Leave, and Adoption AssistanceWellness Programs to Support Your Well-BeingFlexible Spending Accounts (FSA)Tuition Assistance to Help You Grow Your CareerMilitary LeaveEmployee Assistance Program (EAP) – Support When You Need It MostLife, Disability, Accident, Critical Illness, and Hospital InsurancePet Insurance for Your Furry Family MembersLoyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and MoreLow-Cost Gym MembershipDavid A. Siegel Legacy Scholarship – One scholarship of up to $40,000 is awarded each year to one eligible dependent of a current Team Member.Career Growth and Advancement OpportunitiesCommunity Involvement – Give Back and Make an ImpactWestgate Resorts is an Equal Employment Opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email[email protected]with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice
